My senior staff covered up a junior’s mistake. Now what?

Dear Aunty B, 

I have just found out that my senior staff have covered up the mistake of a very junior staff member instead of telling me early on and letting me fix the problem.

As a result it is now a substantial mistake that may end up with us having to pay out a lot of money in a broken contract and even end up in court.

How could this occur? I run a very disciplined organisation with a culture of accountability. Given this, I am very surprised at the behaviour of my staff. The junior member had been performing very well and the senior members should have known better. I plan to let the junior member go and severely discipline the people involved so they accept responsibility.

Is there anything else I should do?

Ven
SA

Dear Ven,

How did this occur? Look at your culture. There is something at the heart of your business that prevented them coming forward. What might that be? Well, guess what? It could be you. Maybe they fear a big boss yelling at them and telling them all they are going to be severely disciplined.

What the hell am I talking about? There is a difference between creating an accountable culture and a fearful culture. The former means your staff tell you what’s going on and own up to mistakes. Sure you get cross. But the redeeming factor to the whole thing is they told you!

I always tell my staff there is only one thing that ever really makes me blow my top. Not mistakes and not stuff ups. But cover-ups. So usually my staff sidle into my office and warn me first that I am not going to want to hear what they have to say but it is their job to tell me.

Of course, no matter how furious I am I have to bite my tongue and thank them for not covering it up and for being bold enough to front up and admit it.

I also always tell them that now the problem has been brought to my attention it is up to us all to solve it. Staff soon learn that if they admit to mistakes, it is uncomfortable. But in return the problem is taken from their shoulders, shared around and dealt with. This also creates an innovative culture where people are prepared to take risks.

On the other hand, if I find out people have covered up and not dealt with a problem? That’s when I go nuts. And I make sure the offender knows it’s not because they stuffed up. It’s because they didn’t tell me.

So have a look at your situation. First it was never your problem to fix. Cultivate a culture of team responsibility; as in it is “our” problem to fix. Second, find out if Junior outed him or herself to managers. If so don’t punish Junior. As for those managers? Sit them down and tell them that you had been sending the wrong message. You don’t punish mistakes. You punish cover-ups. And that’s the message they must take to the people in your organisation. Then practice what you preach cause that culture comes from you!

Be smart,
Your Aunty B

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